ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. The new guest-centric look of loyalty for hotels by Mitra Sorrells. Lots to learn here. Lots to learn here.

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

JULY 14, 2021

Is this customer service utopia? Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. The hotel she works at has no airport shuttle, but a guest who just landed at the airport calls and asks, “Do you have a shuttle to get me from the airport to the hotel?”.

Hotels 169

Hotels Hospitality Transportation Customer Service Training 169

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Hospitality Net) Why do so many hotel loyalty programs fail? Follow on Twitter: @Hyken.

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

2021 72

2021 Article Customer Service Hospitality 72

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

2023 48

2023 Article Customer Service Hotels 48

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. This is where a customer is surprised about the price. by Matt Bertram.

Article 64

Article 2023 E Commerce Customer Service 64

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Article 101

Article 2019 Customer Service Hotels 101

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Article 70

Article 2022 Customer Service B2C 70

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. Excellent Customer Service? Predictions: 10 Customer experience trends for 2021 by Rosalyn Page.

Article 140

Article 2020 Customer Service Loyalty Programs 140

ShepHyken

FEBRUARY 2, 2022

This was a great way to keep the valets busy during slower times and make them some extra money when the customers generously tipped them for an amazing experience. . Certain hotels used to offer a shoe-shine service while you were asleep. So, I started thinking about other ways I’ve seen this concept in practice. .

Hotels 126

Hotels Customer Service Training Touchpoint Customer Service 126

ShepHyken

DECEMBER 8, 2021

I recently went to breakfast at a hotel. Rather than deliver a poor customer service experience, they felt it was better to shut down part of the restaurant. Customer Service: Providing the expected great customer service was more important than serving more people. Customer service won.

Poor Customer Service 147

Poor Customer Service Hotels Customer Service Training Customer Service 147

ShepHyken

SEPTEMBER 15, 2021

What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. Are you good enough that customers, if you asked it of them, would pay? . I would only hire the best people and train them to take care of our customers. .

Hotels 168

Hotels Customer Service Training Financial Retail 168

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.

2016 124

2016 Article Customer Service Hotels 124

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level.

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

JANUARY 13, 2021

A guest at the hotel had accidentally left his laptop in the room when he checked out. He flew to Hawaii and called the hotel, panicking because he had lost his computer that he needed for his meeting. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 147

Hotels Customer Service Training Presentation Information 147

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system.

Hotels 123

Hotels Customer Service Training Reference Retail 123

ShepHyken

DECEMBER 7, 2016

Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. They are obviously passionate about their clients.

Customer Service 132

Customer Service Hotels Customer Service Training Definition 132

ShepHyken

JULY 15, 2020

I was staying at a hotel that had an executive lounge. When I was leaving the hotel the next day, the front desk clerk said, “We have a package for you.” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That reminded me of something similar.

Hotels 153

Hotels Customer Service Training Definition Customers 153

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

Article 114

Article 2019 Customer Service Poor Customer Service 114

ShepHyken

JULY 8, 2020

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from.

Hotels 120

Hotels Customer Service Training Information Customer Focused 120

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Article 48

Article 2023 Customer Service Contact Center 48

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers. Then there is the term “guest.” For information, contact 314-692-2200 or www.hyken.com.

Reference 155

Reference Hotels Connections Customer Service Training 155

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Article 87

Article 2018 Customer Service Customer Centricity 87

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Image that you’re a manager at a hotel.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. The hotel staff was cleaning the restroom at 10 in the morning, right in the middle of our break. Just like the cable company, the hotel staff didn’t do this on purpose. The hotel should have been smarter about when to clean the restrooms.

Hotels 100

Hotels Customer Service Training Customer Service Information 100

ShepHyken

JULY 12, 2017

He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. He asked if the hotel was dog-friendly.

Hotels 98

Hotels Customer Focused Customer Service Training Customers 98

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Do they have hotel experience?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. Are You Delivering Concierge Customer Service?

2020 65

2020 Article Customer Service Hospitality 65

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Every employee – and that includes top executives – should experience what every customer experiences. Here are my top five picks from last week.

2017 82

2017 Article Customer Service Hospitality 82

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., You must analyze it, use it, make changes with it, and once you have done that, you should communicate with your customers that because of them, change is happening. I get a survey.

Rewards Programs 123

Rewards Programs Airlines Hotels Feedback 123

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service?

2017 69

2017 Article Customer Service Customer Service Training 69

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Today, however, we’d like to focus on a few hotels that decided to up their game and take hospitality to the next level.

Article 51

Article Net Promoter Score 2017 Customer Service 51

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

FEBRUARY 20, 2019

In a sense, that is what customer service is about. While we may be paid to do a job, sometimes doing something that is not required – and therefore not expected – is what the next level of a good customer service experience is all about. He just wanted to take care of his customer. I received a note from M.

Hotels 106

Hotels Customer Focused Customer Service Training Information 106

ShepHyken

JULY 4, 2016

Each week I read a number of customer service articles from various online resources. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are my top five picks from last week.

2016 81

2016 Article Customer Service Culture 81

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. Small, but what a brilliant customer focused idea. There are some hotels that have figured this out. Where could it be? On the opposite wall!

Hotels 102

Hotels Travel Customer Service Training Customer Focused 102